DEFINED AND MEASURABLE BUSINESS GAINS SHOULD BE AT THE FOUNDATION OF ANY TECHNOLOGY MIGRATION.
With UCaaS, there is a perfect storm brewing that will drive significant adoption over the next few years.
During my 35 years in the industry, I’ve seen new technologies come and go and every single time there is a debate on when mainstream adoption will occur, if ever. I’ve heard the same ramblings on the transition from premise-based to cloud communication applications such as UCaaS.
THIS UCAAS DEBATE ISN’T ABOUT IF, IT’S ABOUT WHEN.
And the when is being driven by the collision of two powerful forces: End of Life Technology and The Experience Economy.
We all understand End of Life technology, but the Experience Economy is still relatively new as far as buying trends go. The Experience Economy requires businesses to provide, or orchestrate, memorable events for their customers, and that memory itself becomes the product: The Experience.
This starts with a business’ communications platform, which is the first chance to make a memorable experience. If your platform isn’t easy to access, helping the customer move through the process seamlessly and capturing the customer data the first time and only once, consumers will move on to a better experience. The problem is that in many instances this is identified in the abandonment rate, and by then it’s too late.
And don’t forget about employees. They also want a better work experience. Good employees will quickly get frustrated with bad applications and cumbersome processes and move on as well.
The bottom line is that you will have happier customers and happier employees once you adapt to these inevitable colliding worlds.
Eclipse is an award-winning, agnostic technology consulting firm specializing Unified Communications/Contact Center, WAN optimization, Data Center solutions and commodity telecom management.